Find a request you sent, read what the support team has said, and reply without leaving the help center.
Once you are signed in, the support page shows your requests instead of the welcome screen. Everything on it is live from Jira Service Management (JSM), so the status and replies you see are current each time you open the page.
Find a Request
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Open the support page. The list is headed Support requests.
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Click Filter requests to narrow the list. The choices are All requests, Open requests, and Closed requests. Open requests is selected by default.
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Use Previous and Next to move through the list, ten at a time.
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Click a request to open it.
Each row shows the summary, the request key, when it last changed, and a colored status badge taken from your support team's workflow.
Troubleshooting: Troubleshooting
Read a Request
A request opens with its summary and status at the top. Below that:
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Request details holds everything you submitted. Click Show details to expand it.
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Activity holds the conversation, oldest first. Your own messages are labeled You.
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The request key at the top is a link. It opens the same request in the full JSM portal, in a new tab.
Only messages your support team shares with you appear here. The widget does not show the team's internal notes.
Reply to the Support Team
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Open the request and scroll to the box at the bottom, marked Add a comment.
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Click in the box to show the formatting toolbar, then type your reply. The toolbar offers headings, bold, italic, lists, links, quotes, code, and tables.
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Attach files if they help. See Attach Files to a Request.
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Click Send.
A reply needs either some text or at least one file. If you try to send an empty reply, the widget shows Add a message or attach a file before sending.
Check for New Replies
The widget does not refresh on its own and does not show a badge when something new arrives. To check for new replies, reload the support page, or leave the request and open it again.
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